Customer Service Team Leader
5 days ago
We have an exciting opportunity for a Customer Service Team Leader to join our client based in Staines at their Head Office. Our client is looking for you to be part of a team to lead, motivate, and develop your team, aligning and driving performance toachieve company KPIs and business goals by promoting service excellence and continual improvement to our processes and structures.
You will be confident in working at times of intense activity, analytic approach and skill, awareness of working on large projects and have excellent communication skills. You will need to demonstrate confidence when dealing with line reports and team managementat all levels, including being comfortable in escalating issues to the senior management team and beyond.
Some duties include:
- To Lead a team that supports Customer operations in effective delivery.
- To continually review the business processes, implementing changes as required to drive productivity and meet company KPIs Tracking/analysis of team and section performance against KPIs.
- To drive productivity and peak performance, by training and monitoring performance against agreed targets, providing constructive and specific feedback.
- To own and manage customer and external enquiries to a satisfactory resolution. Act as the point of contact and coordinate responses within appropriate timescales.
- Coordinate with other Team Leaders, to provide continuous operational cover to ensure maximisation of resources and consistency of operations.
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